Return policy

Cancellations/Returns

If you wish to cancel your order, you must do so within 3 hours of placing your order. To cancel your order, contact us at the following email address: info@mapleandivy.com

  

A return can only be initiated once it has been approved by our support team, any items returned without being approved by our support team will not be eligible for a refund. 

  

If you decide to return an item, you must contact us within 14 days of receiving your goods. We only accept new items and will not accept returns for used items. Please return items with a tracking number and send it to the warehouse address provided by our customer service team. Once we receive the item, you will be refunded the purchase price to your original payment method within 5 days. Note that shipping costs and protection fees are non-refundable.

 

The return method is by mail. We do not provide return labels and all return costs are the customers responsibility.

  

Exchanges

We accept exchanges for defective & non defective products

Item doesn't fit

If your item doesn’t fit, please email us at info@mapleandivy.com and let us know if it’s too large or too small. We’ll send you a replacement at no cost. To promote low emissions and provide a great customer experience, you don’t need to return the original item to us. Feel free to keep it, donate it, or give it to a friend.

Damaged or defective items

If the product arrives defective or damaged, we will resend the item free of charge. Please contact us at info@mapleandivy.com with a photo of the item and the order number.

  

Change of address

If you need to change the delivery address, please send us an email with your order number, the current delivery address and the address you wish to change it to. You will only have 1 day after placing your order to contact us and change the address, as once the item has been shipped from our warehouse, we are unable to change the details.

 

Order Edits

If you would like to edit your order, please contact us within 2 hours of placing your order. After the initial 2 hours we will not be able to edit your order.

 

Disclaimer for product images

Please note that while we make every effort to photograph our products accurately and describe them in detail, due to changes in screen resolution we cannot guarantee that every photo in production will accurately reflect the actual color of the goods. Please contact us before purchasing if you have any questions about the color, material or size of an item. 

Lost parcels

If your parcel is lost in transit, we will gladly replace it and ensure that your order reaches you, this is providing the correct address is selected at checkout. If you do not want the parcel replaced, we will have to wait 14 days before refunding the order if the parcel finds its way to you and is delivered. Our customer service team will check on your order regularly during the two weeks to track its progress and provide you with accurate information.